ServiceNow - Business Consultant, Brasilia, Distrito Federal, Brazil

Job Summary

Principal Infra Developer for a hybrid work model focusing on ServiceNow platforms across strategic portfolio management agile scrum programs ESG management customer service management and change management. Role involves designing scalable infrastructure solutions optimizing digital workflows and guiding complex implementations that improve business resilience user experience and operational efficiency for global stakeholders.

Responsibilities

5+ years of business analyst experience

5+ years of experience designing and improving business processes

3+ years working on technology projects as an analyst in any domain

Achieve individual utilization target (UTE)

Timely submission of timecards

Achieve and maintain a minimum of one new ServiceNow Certified Implementation Specialist (CIS) certification per year.

Business analysis and business case creation

Requirements gathering and management

Process management and service management

Measurements metrics and reporting

Proficiency in Microsoft Excel PowerPoint and Visio

Scrum Master methodology

Project management methodologies and PMO practices

Excellent written and verbal communication skills with strong presentation and facilitation abilities

Demonstrated ability to influence and consult stakeholders providing options with pros cons and risks while delivering thought leadership on governance business process and technical challenges

Strong analytical thinking and structured problem-solving

Coaching and mentoring skills to support and develop BA team members

Strong organizational skills with the ability to manage multiple priorities simultaneously

Build robust ServiceNow customer service management solutions by designing case lifecycles knowledge flows and routing logic that reduce resolution times improve customer satisfaction and enable proactive service analytics across channels.
Engineer resilient ServiceNow change management processes by configuring approvals risk assessment scheduling rules and communication templates that safeguard production stability while allowing efficient deployment of infrastructure updates.
Optimize ServiceNow platform performance and reliability by analyzing usage patterns tuning configurations managing integrations and coordinating with infrastructure teams to ensure secure scalable and cost effective operation.
Collaborate with experience design practitioners to refine ServiceNow interfaces and workflows so that users navigate tasks intuitively adopt new capabilities smoothly and provide feedback that continually improves digital journeys.
Document infra design standards configuration patterns and operational runbooks for ServiceNow implementations so that teams can maintain consistency reduce defects and onboard new members efficiently across global projects.
Partner with business and technology stakeholders to assess requirements map them to ServiceNow features and prioritize enhancements that deliver measurable improvements in efficiency compliance customer experience and sustainability outcomes.
Guide incident and problem resolution for complex ServiceNow infra issues by performing root cause analysis implementing corrective configurations and validating that fixes prevent recurrence across related modules and integrations.
Evaluate new ServiceNow releases and features by conducting impact assessments planning upgrade waves and coordinating validation activities that protect business continuity while unlocking beneficial capabilities for teams.
Align infra development activities with organizational policies on security data privacy and ESG commitments so that ServiceNow solutions support responsible operations and reinforce the organization purpose in the wider society.

Qualifications

Apply advanced knowledge of ServiceNow strategic portfolio management to describe and configure structures for programs demands investments and value tracking using clear narratives that resonate with technical and business stakeholders.
Use practical expertise in ServiceNow scrum programs to explain backlog organization sprint planning and artifact relationships in a way that helps teams adopt agile practices and understand platform behaviors.
Demonstrate strong familiarity with ServiceNow ESG management by articulating how data models workflows and reporting can represent sustainability goals regulatory requirements and impact metrics for the organization.
Employ deep experience in ServiceNow customer service management to describe case lifecycles knowledge structures and routing principles that underpin effective service operations and continuous improvement.
Show comprehensive understanding of ServiceNow change management by explaining how risk scoring approval chains and scheduling logic work together to balance agility and stability in infra and application environments.
Explain experience design principles within ServiceNow by describing intuitive layouts accessible interaction patterns and clear content strategies that support hybrid work and diverse user groups.
Communicate familiarity with hybrid work practices by outlining collaboration methods meeting routines and documentation habits that keep infra development activities synchronized across distributed teams.
Draw on six to ten years of infra and platform experience by providing detailed examples of complex implementations cross module integrations and performance tuning efforts that illustrate readiness for principal responsibilities.

Certifications Required

ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist CSM recommended.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.